How to Purchase Support
Support Options and Fees
How to Contact Support
Professional Services

How to Purchase Support

• Use the Support Options and Fees table below to decide which support plan meets your needs.
• Click the Buy now at Amazon link at the bottom of the column of the plan you want.
• Complete your purchase at Amazon and write down the supplied Activation Key.
• Complete the Support Activation Form on the EnterpriseDB website (you will be redirected to the form after your Amazon purchase).
• Note: Support can only be purchased through Amazon.

Support Options and Fees for Amazon EC2 Running Linux

Introductory Pricing through June 30, 2012

• All fees are billed monthly through Amazon Payments
• All prices are in USD
• Charges due based on total usage as a result of exceeding the monthly minimum fees for the Basic Cloud and Database and Premium Cloud and Database plans set forth at the time of purchase through the usage service provider will be billed directly by EnterpriseDB via email and will be payable immediately on receipt.
   

Level: Services:	Basic Cloud	Basic Cloud & DB	Premium Cloud & DB
Covered components	Cloud Database Console Cluster/Node Managers	Cloud Database Console Cluster/Node Managers PostgreSQL Postgres Plus Advanced Server	Cloud Database Console Cluster/Node Managers PostgreSQL Postgres Plus Advanced Server
Agreement	Terms of Support
Forums
Web Portal Case Management
Knowledgebase
Available Support Modes	Email	Phone, Email & Remote	Phone, Email & Remote
Support Hours	12 x 5	12 x 5	24 x 7
Named Contacts	1	1	4
Initial Response Time	1 Day	12 Hours	1 Hour
Number of Incidents	Unlimited with no more than 2 open at a time	Unlimited	Unlimited
Sev 1 Bug Escalation & Hot Fix	No	No	Yes
One time activation fee	$49	$199	$399
Monthly Pricing	$49	Greater of $199 - or - 10% of monthly AWS usage	Greater of $399 - or - 15% of monthly AWS usage
Decide and purchase →	Buy now at Amazon	Buy now at Amazon	Buy now at Amazon

How to Contact Support

• Log a support ticket in the Customer Portal
  • You must have purchased support
  • You must be a registered user at www.enterprisedb.com
• Email:  support@enterprisedb.com
• Call:    +1-732-331-1320 or 1-800-235-5891 (US Only)

Professional Services